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Business Profile

Cable TVs

Astound Broadband powered by Wave

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

Complaints

This profile includes complaints for Astound Broadband powered by Wave's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 210 total complaints in the last 3 years.
    • 74 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Astound has unilaterally changed the terms and conditions to charge for the complete billing cycle and charge for the period when the customer is not using their service. I had ordered a disconnection of service effective 5th Sep and was told i will still need to pay for the period of 5th Sep to 28th Sep as they only follow billing cycle based disconnection policy. This is illegal and unauthorized charges especially for a period when their services are neither in use nor authorized to be charged to the mode of payment.

      Business Response

      Date: 09/25/2024

       The Executive Resolution and Regulatory Teams reviewed your concerns and emailed with Astound Legal Counsel who advised that the Company had reviewed applicable law carefully before implementing the change in policy to bill for full cycles, and not provide prorated refunds.  There is no applicable permissive statute, nor is one required - the service is billed for in monthly increments, as previously communicated to customers.

    • Initial Complaint

      Date:09/07/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      When I first moved to the area and purchased internet through Astound Broadband, I was told I would be getting 1GB Fiber internet. However, after they raised prices this past month, I elected to change the internet provider to Fidium, and when the technician came to my house he asked me what type of internet I had previously. I told him I had 1 GB fiber and he told me that cant be because the modem he was removing was a copper cable, not Fiber. I was shocked and frustrated that I was paying for fiber and receiving cable. When I reached out to astound they told me I wasnt paying for Gigabit Fiber and instead it showed on my account I was paying for gigabit high speed which is cable and that there was nothing they could do nor did wrong. (I never received more 300mbps download speed, ever.)I had called the technicians out multiple times to my house and each time they assured me that I had fiber and one time even went so far as to say that the Internet issue was with the fiber cables leading into my house and that they were getting it fixed within the week. I called to inquire about the sudden increase to my monthly statement from about $80->$125, and the customer service agent suggested that I deploy my own hardware (router and wifi extender) and when I explained to her that the only reason I was renting those products in the first place was because when I was first installing astounds service, the customer representative told me that I would not qualify for after service or issues with my network and that I would have to pay for any service related requests. I opted to use my own hardware, she said while that is true, I can pay for a protection plan for $5 a month instead. Had I known that, I never wouldve paid ~$35 a month for the hardware rentals. I was taken advantage of and lied to. They charge $20 for 300gb and I want to be reimbursed the difference between that and what I was paying. I also want reimbursement for the unnecessary HW rental charges

      Business Response

      Date: 09/25/2024

      Technicians and mainetence where out on 10/31/23 they are tests and fixed service issues. The customer never called after the work was completed with and complaints regarding service. Tests were done and the eero speed tests show speeds up to 940 mbps. Credits were issued to the account on 10/31/23 for the service issues. 

      Customer Answer

      Date: 10/02/2024

      The response from Astound is unsatisfactory. First, it does nothing to address the fact that I was sold and promised fiber, but they provided cable internet instead. If you go to their website, the pricing for cable is 3-4X cheaper than Fiber and I was overcharged the entire time I had their service and lied to by astound through their technician as well as customer service who promised me that I was using fiber. It wasnt until I decided to switch service providers that I found out I had cable the entire time. I want a refund for every month the price difference between fiber and the pricing for cable.

       

      Regards,

      *****

    • Initial Complaint

      Date:09/05/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of conversation: 9/4/24 I spoke online with Astound (Wave) Broadband ***************** First conversation was with ******, the second time with ********. I was trying to schedule a termination of service date for 9/15/24 (or the following Monday 6/16/24) as we have sold our house and will be moving. Both people told me due to a change in terms of service that it's not possible, it has to be at the end of a billing cycle which would be either 9/5/24 or 10/5/24. I told them I need internet until 9/15/24 for work purposes and they said fine, they would schedule for 10/5/24. I said I don't want to pay for essentially 3 weeks of service I can't use because I will have moved but they said that is just how it works due to terms of service, they can't do a different date. I asked to speak to a supervisor multiple times and was denied, saying one is unavailable. I told them I would wait until one was available but if this matter wasn't resolved I would have to escalate to BBB. Almost immediately after, my internet cut out and I lost access to the chat for several minutes. When it reconnected, the chat had been discontinued. I started a new chat asking to speak to a supervisor immediately several times but was denied. I restated the information from before and was told the same thing. HOWEVER, their terms listed on their website (seen in attachment) clearly state a customer can terminate service at any time. I told them it is unethical if not fruadulent to force customers to pay for almost a month of service that they can't use by refusing a termination date and prorating services, even larger internet carriers like ******* and ******* don't do that. They refused, again citing their policy change on termination, but what they cited is not what is clearly reflected on their website terms and conditions. ****************************************************************************** ended up terminating services immediately rather than paying $100 for a month of services I can't use.

      Business Response

      Date: 09/25/2024

       The Executive Resolution and Regulatory Teams reviewed your concerns and emailed with Astound Legal Counsel who advised that the Company had reviewed applicable law carefully before implementing the change in policy to bill for full cycles, and not provide prorated refunds.  There is no applicable permissive statute, nor is one required - the service is billed for in monthly increments, as previously communicated to customers. Here is where terms and conditions for internet are displayed ******************************************************************************************** Customers that subscribe only to ********************* ****************: Astound provides the Service to Customers that only subscribe to the **************** on a monthly subscription basis. In this case, Customers monthly service period begins on the first day following your commencement of Service date and the Service subscription automatically renews thereafter on a monthly basis beginning on the first day of the next billing period assigned to you until you cancel the Service. You are responsible for the full monthly charge (without pro-ration) for the Service, even if you terminate the Service prior to the end of the monthly service period. If you terminate the Service prior to the end of the monthly service period, such termination shall be effective at the end of the then-current monthly service period. You will continue to have access to the Service at the account location through the end of the then-current monthly service period.

    • Initial Complaint

      Date:09/04/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Feb 2024, an agent got me a 24 months promo (please see attachments). But on August 2024, my promo was taken off without any notification whatsoever. I chatted with another agent on Aug 29, 2024, that agent claimed that promo is off my account and nothing they can do about it.

    • Initial Complaint

      Date:08/20/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My complaint about Astound Broadband powered by Wave involves repeated service and notification issues. Specifically, in the last 45 days, I have incurred three service outages varying between 3 to 18 hours. In all three cases, I received no notification that service was down. In response to my calls, I did receive a voice mail when service was finally up again.I called repeatedly because the response I got was that no one would be available until service was reestablished.Since this company has a monopoly on broadband at my location, I encourage the BBB to support competitors in our area.

      Business Response

      Date: 09/05/2024

      We do apologize for the inconveniences the outages caused. We did send a letter out explaining the outages and credits were applied to the account.

    • Initial Complaint

      Date:08/20/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Astound Broadband raised its fees with no prior notice. I called to cancel my service. Astound told me that they only cancel at the end of a billing cycle. The soonest they gave me my statement showing the higher prices was 4 days into the billing cycle. This policy and practice of Astound is predatory. I originally wanted to cancel at the end of this month, but they refused even an immediate cancelation on the same day as the statement. Not even as soon as they gave me the statement would I even be allowed to cancel or dispute those charges.

      Business Response

      Date: 09/05/2024

      The customer called on 8/20 to disconnect the service. As seen in this statement the billing cycle is 8/17/24-09/16/24. 

      Customer Answer

      Date: 09/05/2024

       
      Complaint: 22170834

      I am rejecting this response because:

      The statement date is 3 days after the beginning of the billing cycle as stated in your previous message. By design, I did not have a chance to cancel it or object to fee changes.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:08/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Astound Fastmesh is the current internet provider for the building I live in. I have now paid for 2 separate months (the First was 60 dollars and the most recent was 45). The internet service is terrible and constantly fails, requiring disconnecting and reconnecting. On top of that, the speeds are only 1/4 of what is promised/paid for.Every time I try to reach out to the company to fix the problem, I get no response back at all from support or customer service.

      Business Response

      Date: 09/05/2024

      The monthly total is 45 a month on the account

    • Initial Complaint

      Date:08/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have been Astound (Wave)'s customer for years. We agreed to have the monthly fee of $30 for the **************** for a year. Without any notice, we just received the bill that our charges will be increased to $40 now. We called ************* for Astound support staff at 6:43 pm yesterday (8/17/24). A male staff asked me to be on hold and he was trying to provide me a good deal so i will stay in Astound. I was on hold for over 15 mins and the phone call was discontinued. I called again and was told we need to call back on 9/2 to discontinue the service and our **************** will end on the midnight of 9/7 and we have to pay for the whole month. She said that is the new policy and i should know about it. I said i did not know that. It is not reasonable for Astound to increase our monthly charge without prior notice so we can prepare to change the Internet provider and now we have to wait till 9/7 to switch to another Internet provider. I have attached our Astound account Info Records for your review. Our Astound account number is ***************. Thanks for all your help

      Business Response

      Date: 08/26/2024

      On the statement the customer attached that generated on 7/1/24 and was due 7/30/24 stated on the front in bold letters IMPORANT INFORMATION ABOUT YOUR RATES. 30 days before the price increase the customer was notified on page 4 it states As a courtesy, we want to let you know that your current promotion is ending soon. Beginning with your next statement, your rate will
      be $40.00 excluding surcharges, taxes and fees.* This new rate continues to provide considerable savings over standard rates. As
      always, our goal is to provide you with the highest quality services possible, all at a great value. The customer could have canceled service at the end of the billing period to avoid the rate increase. 

      Customer Answer

      Date: 08/26/2024

       
      Complaint: 22161694

      I am rejecting this response because: we would like to cancel the service when we find the new Internet provider with better deal, not at the end of the service period. Astound makes it difficult for customers to move the service to another provider. It is not ethical. Astound customer support hung up customer's call. It is very unprofessional. 

      Sincerely,

      Tak Ma

    • Initial Complaint

      Date:08/16/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Internet unavailable for 3 full days in the last month Company issued no refunds to customers Missed work hours Company blaming fiber lines being cut

      Business Response

      Date: 09/05/2024

      Our executive resolution team called the customer on 8/26,8/27 and left a voicemail. We also sent an email. We have not received a response. We sent all the customers a letter explaining the outages and there was a credit applied to the account 

    • Initial Complaint

      Date:08/15/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Business continues to have significant outages claiming vandalism. No such reports have been filed with the sheriff and failure to do anything to prevent future outages

      Business Response

      Date: 08/30/2024

      We are working with law enforcement in regards to the vandalism and sent letters to all the customers in the area explaining this  

    Astound Broadband powered by Wave is NOT a BBB Accredited Business.

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